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applications or apps

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Software that can process information and perform various tasks on smartphones, tablets, or electronic devices, and computers using Internet wireless (Wi-Fi) and wired connections.

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automated attendants

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Provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

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automated computer telephone interview

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A voice-recognition computer mechanism that queries survey respondents with questions and stores their responses. Depending upon answers received, the system can branch and follow scripted prompts.

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automatic call distribution (ACD) system

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Telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers.

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automatic number identification (ANI) system

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A form of caller identification system similar to home telephone caller ID systems. ANI allows incoming customers to be identified on a computer screen with background information so that they can be routed to an appropriate service representative for assistance.

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blind transfer

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The practice of transferring an incoming caller to another telephone number and hanging up once someone answers without announcing who is calling.

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bloggers

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Individuals who write content that is posted on blogs on the World Wide Web.

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blogs

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Online journals or diaries that allow people to add content. Many organizational websites use them to post \"what's new\" sections and to receive feedback (good and bad) from customers and website visitors.

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chat support

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An online support system that provides customers with access to a \"real person\" to get answers and help resolve issues. By going to an organization's website that has chat capability, a customer can avoid having to navigate a cumbersome toll-free phone system that often requires him or her to sit on hold for endless amounts of time waiting for a service representative to become available.

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cloud computing

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Technology that allows for remote storage of a user's data that can then be accessed through a web browser using a mobile application on the user's tablet, mobile device, (e.g., smartphone), laptop computer, or desktop computer. The term relates to storing information \"off in the electronic clouds\" rather than on a user's storage device.

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computer telephony integration (CTI)

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A system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests.

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customer relationship management (CRM) software

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Concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer. The ultimate goal is customer loyalty.

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electronic mail (e-mail)

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System used to transmit messages around the Internet. This technology is being replaced with instant messaging (IM) in some call centers as many younger consumers embrace it as a primary form of communication.

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emoticons (emotional icons)

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Humorous characters that send visual messages such as smiling or frowning. They are created with various strokes of the computer keyboard characters and symbols.

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Facebook

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A social networking site founded in 2004 by Mark Zuckerberg and his college roommates as a social networking tool to allow students at Harvard University to network socially. It quickly expanded to other major educational institutions and then to the world. It is open for use by anyone over the age of 13 to share information, send messages, and network socially.

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facsimile (fax) machine

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Equipment that converts printed words and graphics into electronic signals that allow them to be transmitted across telephone lines, then reassembled on the receiving end into a facsimile of words and graphics.

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fax on demand

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Technology that allows information, such as a form, stored in a computer to be requested electronically via a telephone and transmitted to a customer.

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fee-based 900 numbers

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A premium telephone number provided by organizations and individuals that, when called, can provide information and services that are billed back to the caller's local telephone bill.

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help desk

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Term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.

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instant messaging

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Internet communication technology that allows two or more people to type messages back and forth and see other person's message as soon as it is sent (real-time communication). They can then respond quickly as if having a conversation over the telephone. This technology has replaced e-mail as a form of written in some call centers. More advanced forms allow voice calling, video chat, and hyperlinks to various media.

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intelligent callback technology

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Technology that gathers information from the customer and tells the customer when he or she can expect a callback.

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interactive kiosks or digital displays

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Computer terminals that have customized software and hardware and are set up in a public area where users can touch a screen display to access applications for information, commerce, education, or entertainment. Many organizations are now using these in lobbies to allow self-service to customers. You may have seen these at airline check-ins, in banks, (ATMs), or in theme parks or other entertainment venues.

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interactive voice response (IVR) system

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Technology that allows customers to call an organization 24 hours a day, 7 days a week to get information from recorded messages or a computer by keying a series of numbers on the telephone keypad in response to questions or prompts.

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Internet callback technology

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Technology that allows someone browsing the Internet to key a prompt on a website and have a service representative call a phone number provided. These systems allow someone browsing the Internet to click on words or phrases (e.g. Call me), enter his or her phone number, and continue browsing. This triggers a predictive dialing system and assigns an agent to handle the call when it rings at the customer's end.

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Internet telephony

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Technology that allows people to talk to one another via the Internet as if they were on a regular telephone.

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media blending

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Technology that allows agents to communicate with a customer over a telephone line at the same time information is displayed over the Internet to the customer. As with Internet telephony, this technology has not yet been taken to its full potential.

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offshoring

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Refers to the relocation of business services from one country to another (e.g. services, production, and manufacturing).

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online information fulfillment system

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Technology that allows a customer to access an organization's website and click on desired information without having to interact with a service provider.

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outsourcing

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Refers to the practice of contracting with third-party companies or vendors outside the organization (often in another country) to deliver products and services to customers or produce products.

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answer

A pin- or corkboard type of social media forum where users can share photos and images on various themes or interests.

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podcasts

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A word that is a derivative of Apple Computer's iPod media player and the term broadcasting. Through podcasts, websites can offer direct download or streaming of their content, (e.g., music or video files) to customers or website users.

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posts

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Articles or other content published on blogs for site visitors to read, comment on, share, or download.

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predictive dialing system

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System that automatically places outgoing calls and delivers incoming calls to the next available agent. This system is often used in outbound (telemarketing/call center) operations. Because of numerous abuses, the government is continually restricting its use.

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QR code (Quick Response Code)

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Similar in concept to the standard barcode that appears on retail products, this code can allow access to virtually any type of stored information about products, services, or organizations.

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robocall

answer

A term used to describe a type of automated phone auto-dialer that delivers a personalized prerecorded message to recipients. Often these callers are scammers who offer fraudulent offers to unsuspecting recipients in an effort to get them to send money or to extract personal information from them. They are robotic in nature, thus the name. These calls are illegal to individuals on the Do Not Call Registry unless the callers falls into certain categories (e.g. political organizations or emergency agencies).

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screen pop-ups

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Used in conjunction with ANI and IVR systems to identify callers. As a call is received and dispatched to an agent, the system provides information about the caller that \"pops\" onto the agent's screen before he or she answers the telephone (e.g., order information, membership data, service history, contact history).

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smartphones

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Mobile telephones that are built with a mobile operating systems similar to a computer that allows them to perform a myriad of functions using what are called applications or apps.

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social media

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Websites through which users come together as \"communities\" of friends, relatives, and like-minded individuals for social networking and microblogging (blogging) and to share ideas, content (e.g., videos or images), and personal and other information. Examples of social media include Facebook, Twitter, Tumblr, Instragram, Pinterest, LinkedIn, Google Plus, Dribble, and Reddit.

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spamming or spam

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An abusive use of various electronic messaging systems and technology to send unsolicited and indiscriminate bulk messages to people (also used with instant messaging, web search engines, blogs, and other formats).

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speech or voice recognition

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The ability of a machine or software program to identify words and phrases in spoken language and convert them to a machine-readable format that can respond to vocal prompts and branch to optional responses.

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tablet

answer

A personal computer (PC) that is a hybrid between a notebook or laptop computer and a personal digital assistant (PDA) and has a flat-screen viewing panel. Users can navigate the functions on a tablet by using a plastic-tipped stylus to tap icons or swiping and tapping on the screen with their finger.

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Telephone Typewriter systems (TTY)

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A typewriter-like device used by people with hearing disabilities for typing messages back and forth via telephone lines.[Also known as a Telecommunications Device for the Deaf (TDD)].

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text messaging or texting

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The process of someone typing and sending a brief electronic message to another person over a phone network using a mobile phone or fixed or portable devices.

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answer

Messages limited to 140 characters sent via Twitter to other mobile equipment and computer users.

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Twitter

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An online social networking service and microblogging service that enables its users to send and read text-based posts.

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Voice over Internet Protocol (VoIP)

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Technologies methodologies, and transmission techniques involved in the delivery of voice and image communication via the Internet.

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voice response unit (VRU)

answer

System that allows customers to call 24 hours a day, seven days a week by keying a series of numbers on the telephone keypad to get information or answers to questions.

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websites

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A series of electronic \"pages\" that are hosted on a web server and provide vital organizational, product, and service information and multiple ways for consumers to get in touch with key company representatives via the Internet.

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Wi-Fi

answer

Technology that enables electronic devices such as smartphones, computers, and tablets to send and receive data wirelessly (using radio waves) over a computer network.

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wiki

answer

An interactive website where users are free to add, modify, or delete information. Because of the casual and flexible nature of such sites, many people, especially educators, do not consider them a valid resource.

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YouTube

answer

The largest video-sharing website on the Internet where users can upload, share, and view videos.

Customer Relations Chapter 9 – Rock Valley College

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